Demo PeopleCert ITIL-4-Transition Exam Questions

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Question 1

What is the CORRECT order for the three phases of problem management?

A

Problem control, error control, problem identification

B

Error control, problem control, problem identification

C

Problem identification, problem control, error control

D

Problem identification, error control, problem control

Correct Answer: C

Explanation:

Comprehensive Explanation:
ITIL defines the three phases of problem management in this order:
Problem identification – recognizing actual or potential causes of incidents
Problem control – analyzing, diagnosing, and prioritizing problems
Error control – managing known errors and workarounds
The sequence in Option C exactly matches this lifecycle.
Thus, Option C is correct.

Question 2

Which term is used to describe removing something that could have an effect on a service?

A

An IT asset

B

A problem

C

A change

D

An incident

Correct Answer: C

Explanation:

Comprehensive Explanation:
ITIL defines Change as:
“The addition, modification, or removal of anything that could have a direct or indirect effect on services.”
Therefore, removing something that affects a service is classified as a change.
Thus, Option C is correct.

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